Senior IT Service Desk Specialist — 12-Month Contract

Fusion Technology Solutions; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Herbert Smith Freehills Kramer: Your goals. Our ambition is recruiting for an IT Service Desk professional on a 12-month maximum-term contract in Australia.

You will provide quality first-level phone support to staff with a strong customer service approach, handle emails, and log requests in ServiceNow. You will manage your incident queue, escalate where needed, and partner with IT teams on projects, upgrades, and UAT testing.

Qualifications

• 3+ years in enterprise IT Service Desk or End User Computing support.
• Professional services firm experience desirable.
• Strong communication and attention to detail.
• Tertiary qualification desirable.
• Interest in AI and emerging technologies.
• Experience supporting a Microsoft-centric enterprise environment.

Responsibilities

• Provide first level phone support to staff with strong customer service.
• Handle first level email and self-service requests with a service-oriented approach.
• Log requests into ServiceNow and escalate unresolved incidents to second line.
• Manage own incident queue to resolve non-closed requests quickly.
• Collaborate with other IT groups and participate in projects and UAT.
• Write documentation and contribute to knowledge base articles.
• Train Junior Service Desk Analysts and act as escalation point for elevated access.

Skills

Strong communication

Team collaboration

AI and emerging tech mindset

Education

Tertiary qualifications in Information Services or equivalent

Tools

ServiceNow

Windows 11

Microsoft 365

Intune

Entra ID / Azure AD

Citrix

Job description

Herbert Smith Freehills Kramer: Your goals. Our ambition is recruiting for an IT Service Desk professional on a 12-month maximum-term contract in Australia.

You will provide quality first-level phone support to staff with a strong customer service approach, handle emails, and log requests in ServiceNow. You will manage your incident queue, escalate where needed, and partner with IT teams on projects, upgrades, and UAT testing.